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dc.contributor.authorJohnson, Michael D.
dc.contributor.authorNader, Georg
dc.contributor.authorFornell, Claes
dc.description.abstractThe models currently used to describe customers' satisfaction with products and services presume that customers have well-formed performance expectations. The present study uses data from the Swedish Customer Satisfaction Barometer to show that these models fail to describe customer satisfaction with bank loans, a complex, heterogeneous, and infrequently purchased service. Performance expectations are more likely an artifact of performance in this case and have no effect on satisfaction. This is quite different from other products and services where expectations are a stronger predictor of performance and have a positive effect on customer satisfaction.
dc.rightsRequired Publisher Statement: © Elsevier. Final version published as: Johnson, M. D., Nader, G., & Fornell, C. (1996). Expectations, perceived performance, and customer satisfaction for a complex service: The case of bank loans. Journal of Economic Psychology, 17(2), 163-182. doi: 10.1016/0167-4870(96)00002-5 Reprinted with permission. All rights reserved.
dc.subjectcustomer satisfaction
dc.titleExpectations, Perceived Performance, and Customer Satisfaction for a Complex Service: The Case of Bank Loans
dc.description.legacydownloadsJohnson36_Expectations_perceived.pdf: 8581 downloads, before Aug. 1, 2020.
local.authorAffiliationJohnson, Michael D.: Cornell University School of Hotel Administration
local.authorAffiliationNader, Georg: Vienna University of Economics and Business Administration
local.authorAffiliationFornell, Claes: University of Michigan

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